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haleyjo's avatar
haleyjo
Seasoned Newcomer
3 months ago

Update blocked by Antivirus

Has anyone else had an issue with their game crashing due to their antivirus? I spoke with mine this morning, trying to troubleshoot the issue, and apparently this isn't the first call they have recieved. I don't know if it's in the coding or what but I have done everything under the moon to solve it and it still crashes. It worked completely fine until this last update. So much for buying the new ep :(

Yes, I know for a fact that it's my antivirus because I've spent 2 days testing everything- removing mods and saves, clearing cache, checking files, etc. I logged into the game with my antivirus off and it worked. I turned my antivirus back on and clicked into the gallery to see if it would crash and it did. So I test ran it again, this time leaving the antivirus off completely to see if it would let me into the gallery and that time it worked fine. The only work around I was given was to leave my VPN on and my antivirus off while playing the game but I don't know how comfortable I am with that. 

Thanks in advance!

crashing
launching
updates
  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    3 months ago

    haleyjo  Have you set exceptions in your antivirus yet?  The necessary ones would be EADesktop.exe for the EA App; plus TS4_x64, TS4_DX9_x64, and TS4_Launcher_x64, or the entire  Bin folder they're in.  If your antivirus also has a firewall component, you may need to adjust those settings too.

    Beyond that, you'll need to check the documentation for the AV to see what settings are user-side adjustable.  It varies from one program to another.

    • haleyjo's avatar
      haleyjo
      Seasoned Newcomer
      3 months ago

      Their response was to turn my antivirus off and leave my VPN on. I don't feel comfortable doing that. I use Aura.

  • puzzlezaddict's avatar
    puzzlezaddict
    Hero+
    3 months ago

    haleyjo  I didn't mean you needed to reach out to your AV's support site, only that the publisher of your AV might have more specific documentation (somewhere online) about how exactly to set exceptions and which settings mattered.  Without knowing which one you used, I couldn't link any particular page, and they're all set up slightly differently.

    Aura's documentation is somewhat lacking, but this page has the necessary info:

    https://www.aura.com/help/antivirus-for-windows

    Aura's quarantine area will show you a list of each virus, malware, or potential threat. By clicking on the dots to the right of each file name you will see the option to delete, ignore, or explore more details. The details will provide you with more information about the file location and why it was considered a threat, if you select ignore that means the file will be restored from quarantine, not deleted, and excluded from future antivirus scans.

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